Telephone Skills
Training
Extreme Guest Service Training
Who Pays Your Wages ?
Our Guests !
Blueprint of A Telephone Call
Blueprint of A Telephone Call
Set-Up
Prompt Answer
Proper Greeting
Smile In Voice
Not Rushed
Good English
Blueprint of A Telephone Call
Answer Within 3 Rings!
Set-Up
Prompt Answer
Proper Greeting
Smile In Voice
Not Rushed
Good English
Ask To Place Someone On Hold
Offer To Call Back If Going To
Be On Hold More Then 2 Minutes
Professional Warm Greeting
You must speak with a pleasant tone of voice projecting an image that
you want to assist the caller.
Speak with a sense of urgency but not rushed
A guest may feel that you are too busy to assist.
The caller must be able to understand you!
Blueprint of A Telephone Call
Set-Up
Prompt Answer
Proper Greeting
Smile In Voice
Not Rushed
Good English
Pitch
3 Standard Questions
Benefits/Features Before Price
Blueprint of A Telephone Call
Set-Up
Prompt Answer
Proper Greeting
Smile In Voice
Not Rushed
Good English
You Must Ask:
Have You Stayed With Us Before?
What Brings You To The Area/
Traveling On Business or Pleasure
Have Your Heard About Skyline?
Pitch
3 Standard Questions
Benefits/Features Before Price
BBR=Benefits Before Price
Paint The Picture Of The Hotel
Before Quoting a Price
Features of Rooms Then Hotel
Blueprint of A Telephone Call
3 Mandatory Questions
1.)Have You Stayed With Us Before?
If the guest has stayed with you before you can make the reservation up to 3x’s as fast.
From guest history you can see previous room type and rate.
This gives you and idea of what to quote this time.
Provides Better Customer Service
2.) What brings you to the area/ Traveling on Business of Pleasure ?
If the caller is not a repeat guest you need to find out what is bringing them to the area.
Are they part of a larger group (corporate, sport team, wedding).
What features are they going to be looking for (see BBR).
Provides Better Customer Service
3.) Have You Heard About Skyline?
Over 60% of Business Comes From Word Of Mouth
There Are Still Many People Who Do Not Know About Skyline
Blueprint of A Telephone Call
Benefits Before Price (B.B.R.)
Blueprint of A Telephone Call
Benefits Before Price (B.B.R.)
If the caller has never been to your property you are starting with a blank canvas. Or, worse yet
you may be starting with a canvas that has quite a poor picture.
Not Pretty
Pretty Nice
Features Before Price!
We offer exceptional products and facilities but we
demand higher prices.
Which sounds better
I have a room with two double beds for $99.00.
Or
I have a deluxe room with two double beds, in room coffee service, iron and ironing
Board, and an in room hair dryer. Our rooms also feature 27” color televisions with over
60 cable stations and in room movies. We feature a deluxe continental breakfast that has
Fresh fruits, pastries, a waffle station and much more. This room is at a great price of
$ 99.00
Do Either Of These Hotels
Look Appealing?
Callers May Envision Hotels
Like This When They Are
Calling If You Do Not
“Paint The Picture”
A hotel room is one of the most perishable items in the
world. You must understand that each and every room
that sits vacant tonight (or any night) is potential revenue
lost forever.
Hence The Need For Our
“NO WALK POLICY”
“NO WALK POLICY”
If there are rooms to sell (and you are not going to sell out)
tonight, or for any future date. It is your job to take the
proper steps to ensure that the guest stays at your hotel or one
of our other hotels. On nights that you are going to sell out, it
is your job to refer all customers to one of our hotels that can
accommodate their needs.
Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions
Benefits/Features Before Price
Prompt Answer
Proper Greeting
Smile In Voice
Not Rushed
Good English
As you are quoting a rate you must say:
“May I Make That Reservation For You?”
Offer
Ask For Reservation
While Quoting The Rate
Quote Rack Rate 1st
Fade/Refer When Necessary
Don’t Give Away A Discount That
Has Not Been Asked For
It is extremely rare that all of our rooms
are sold out in advance. If you cannot
negotiate, then refer to another property
Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions
Benefits/Features Before Price
Prompt Answer
Proper Greeting
Smile In Voice
Not Rushed
Good English
Offer
Quote Rack Rate 1st
Ask For Reservation While
Quoting The Rate
Fade/Refer When Necessary
Conclusion
All Information 3x’s
Cancellation Policy
Offer To Make
Another Reservation
Thank Guest For
The Business
Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions
Benefits/Features Before Price
Prompt Answer
Proper Greeting
Smile In Voice
Not Rushed
Good English
Offer
Quote Rack Rate 1st
Ask For Reservation While
Quoting The Rate
Fade/Refer When Necessary
You must read back:
Arrival,Departure,Rate
At least 3x’s during call.
Conclusion
All Information 3x’s
Cancellation Policy
Offer To Make
Another Reservation
Thank Guest For
The Business
You must give
Cancellation policy.
You Must Offer To Make
Another Reservation
And Thank The Caller
For Calling
The Selling Process
The negotiating process:
Negotiating is a very challenging part of your job.
But on some days it is the most important.
What are some of the scenarios that you have come across
that are challenging to deal with?
The “ I’m just checking price and availability”
The “Let Me Go and Check With My Spouse”
The “ I’m just going to go and park my car”
The “Why is that guy getting a lower rate than me?”
The “Are you crazy?, I saw a sign just down the road for
half that price”